Consumer Rights Advice

There was a time when consumers could be conned, and manufacturers and retailers got away with everything, not anymore as recent Consumer Protection Acts have lent sufficient ammunition to the consumer, says Kavitha D

More than a decade ago if a store cheated you on the price or sold you a fake, you could prefer a civil or criminal compliant and get entangled in a long drawn out legal wrangle. Today, with new empowerment, consumers get compensation for even deficiency of service. The shopper has been armed to the teeth by stringent Acts. All you have to do when you face a problem is get across to the nearest Consumer Protection Council and they’ll settle your worries.

Basically, shoppers would have disputes over Quantity, Quality, Price, Service and Guarantees.

Quantity: Always read the labels carefully. If it says 1 kg its got to be a kilogram. Most liquids like shampoos, oil and even medicines are in millilitres (ml). A dozen means twelve, no less than that. If you have been sold short, the law’s on your side. The Weights and Measures Act provides you with enough firepower. Its not easy any longer to stick a little tamarind under one of the weighing scales and get away with it. Imagine your shock if a jeweller sold you short.

Tip: Before you go to the consumer court, take up the matter with the storekeeper. If you get your item replaced and get a discount on the next one, well and good.

Quality: If you’ve purchased a colour TV which konks off the second week then the retailer is supposed to repair or replace it immediately. If a label on a sweater says ‘pure wool’, it better be. In the ‘70s there used to be plenty of Godrej bureau fakes in the market, not any longer (Though the smarter ones are now resort to ‘Gordrej’ labels). Anyone who’s been using a quality product, be it perfumes, Nike shoes or even Coke, for a reasonable period of time can tell a fake. If your raincoat is ‘waterproof’ it shouldn’t wet your shirt during the rains.

Shopkeepers misleading consumers regarding quality of a product run on a big risk these days. Don’t be taken in by a sales talk. If you fall for it, you must take the blame. Quite difficult to prove in a court, you see. But if its in black and white, you can nail him.

Price
Most consumers land up in endless haggling over ‘Maximum Retail Price’. Manufacturers generally allow retailers sufficient price margins for selling. Many stores sell at less than MRP, while others insist on MRP, not a paisa less. You are free to choose a store that sells for less. But if he charges you more than MRP(sometimes ‘cause of extra taxes in some states), you can insist on a bill.

Look at the Labels
Every product must have a label that gives minimum details including composition, date of manufacture and expiry, besides price. Not putting a tag is very much punishable under the law. Smart shopkeepers sometimes put up boards saying ‘10%’ off on MRP”. Don’t be taken in by such tricks. Ensure that what you get is genuinely cheap compared to other stores. ‘Upto 50% off’ is another Pied Piper of Hamelin trick. Only a few items may be 50% off and the rest only 10-15% off. The Elsewhere Rs.8,500/- here only Rs.5,000/- could also be a misrepresentation, unless you know its price at other stores.

Service and Guarantees
If delivery of goods has been promised within two weeks, you’re entitled to cancel the order or seek refund if its delayed beyond a few days. Rarely companies, like Alacrity in housing, keep their promises. Alacrity even compensates by paying interest for every day’s delay in handing over the keys of flat.

While booking a resort during summer, if a pool-facing accommodation has been promised, it better be. Telephones being dead for 15 days despite complaints, are liable to be compensated adequately for loss of business or tension experienced during its absence.

Even a terribly torn seat in a hi-tech bus is a deficiency of service and is liable to prosecution. Couriered goods being damaged when unpacked or non-supply of electricity despite paying the bills are fodder for the consumer courts.

Get tough and get smart.